Terms of Service

1. Agreement to Terms

These Terms of Service constitute a legally binding agreement made between you, whether personally or on behalf of an entity ("you") and ChatAxon team ("we," "us," or "our"), concerning your access to and use of the ChatAxon website and services, including our Instagram Direct Message automation feature (the "Instagram Integration"). You agree that by accessing the Site or connecting any third-party account to ChatAxon, you have read, understood, and agreed to be bound by all of these Terms of Service.

2. Intellectual Property Rights

Unless otherwise indicated, the Site and our services are our proprietary property. All source code, databases, functionality, software, website designs, audio, video, text, photographs, and graphics on the Site (collectively, the "Content") and the trademarks, service marks, and logos contained therein (the "Marks") are owned or controlled by us or licensed to us.

3. User Representations

By using the Site, you represent and warrant that: (1) all registration information you submit will be true, accurate, current, and complete; (2) you will maintain the accuracy of such information; (3) you have the legal capacity and you agree to comply with these Terms of Service; and (4) you will not use the Site for any illegal or unauthorized purpose. In addition, if you choose to enable the Instagram Integration, you further represent and warrant that: (a) you are the rightful owner or authorized administrator of the Instagram Business account and the connected Facebook Page you connect to ChatAxon; (b) you have obtained all permissions required by Meta to act on behalf of that account; and (c) the content of any automated reply generated through the Instagram Integration complies with all applicable laws and with Meta's Community Guidelines and Commerce Policies.

4. Limitation of Liability

In no event will we or our directors, employees, or agents be liable to you or any third party for any direct, indirect, consequential, exemplary, incidental, special, or punitive damages, including lost profit, lost revenue, loss of data, or other damages arising from your use of the site, even if we have been advised of the possibility of such damages. Without limiting the foregoing, in no event will our aggregate liability arising out of or related to the Instagram Integration exceed the total amount paid by you to us for the plan tier that includes the Instagram Integration during the three (3) months preceding the event giving rise to the claim.

5. Contact Us

In order to resolve a complaint regarding the Site or to receive further information regarding use of the Site, please contact us at: support@chataxon.com.

6. The Instagram Integration — Eligibility and Access

The Instagram Integration is an optional add-on feature included in the Hobby plan and all higher plan tiers. To enable it, the merchant must:

• Hold an Instagram Business or Instagram Creator account (personal accounts are not eligible — Meta does not expose the DM API for personal accounts).
• Have that Instagram account linked to a Facebook Page they administer.
• Complete the Meta authorization flow (Facebook OAuth or Instagram OAuth, depending on current configuration) and grant the four scopes listed in our Privacy Policy Section 7.
• Pass Meta's required App Review for instagram_business_manage_messages if their account type requires it. Until that review is granted, only Admin, Developer, and Tester roles on the connected Meta app may complete the connection. We will display this limitation in the dashboard before you attempt connection.

We may, in our sole discretion, refuse to provide the Instagram Integration to any merchant, suspend the integration, or disconnect a merchant's integration at any time, including where we have reason to believe the integration is being used in violation of these Terms or of Meta's Platform Terms.

7. Merchant Responsibilities for the Instagram Integration

When the Instagram Integration is enabled, the merchant is solely responsible for, and agrees to:

• The accuracy and lawfulness of the merchant's per-tenant configuration — including the working-hours schedule, the outside-hours message, the handoff message, and any custom rule overrides (regex patterns, keyword lists, send_file payloads, handoff triggers). We do not vet, review, or pre-approve any of this content.
• Ensuring that any automated reply sent through the Instagram Integration complies with all applicable advertising, consumer-protection, e-commerce disclosure, and competition laws in the merchant's jurisdiction (for example, including required pre-contractual information, an opt-out from receiving further messages, and identification of the sender as an automated system where required by law).
• Monitoring the Instagram inbox and the integration's activity log in the ChatAxon dashboard. The merchant acknowledges that automated replies are generated by a large language model and may on rare occasions produce inaccurate, misleading, or otherwise unsuitable content; the merchant assumes full responsibility for the content of any message sent from their Instagram account, regardless of whether that content was generated by ChatAxon, edited by the merchant after generation, or sent during a handoff to a human operator.
• Honoring end-user requests to opt out of automated conversations, to delete their conversation history to the extent within the merchant's control, and to communicate with a human instead of an automated system. The merchant may configure an opt-out keyword trigger (for example operater, agent, human) which, when matched, will route the thread to handoff instead of generating an automated reply.
• Maintaining the security of the merchant's ChatAxon account and WordPress administrator credentials. Any DM activity that originates from an authenticated session on the merchant's account is deemed to be authorized by the merchant.

8. Generated Reply Behavior and Human Handoff

The Instagram Integration uses a large language model (Anthropic's Claude) to generate replies. By enabling the integration the merchant acknowledges and agrees that:

• Replies are generated automatically and may contain inaccuracies or omissions. The merchant is responsible for all content sent from their account.
• If the merchant has configured any rule whose action is handoff (for example, a keyword rule for operater or a sentiment rule for frustrated users), the corresponding inbound message will not receive an automated reply; instead the thread is flagged in the merchant's Meta Business Suite inbox for human follow-up. Depending on the merchant's handoff_behavior setting, a brief acknowledgment message may be sent before the handoff.
• If the merchant's integration is in the paused state, or if a message is received outside of the configured working hours and the outside-hours mode is paused, then inbound messages will not receive any reply from ChatAxon. The merchant is responsible for handling such messages directly via Meta Business Suite.
• ChatAxon is not liable for any missed reply, delayed reply, or inappropriate reply resulting from the merchant's configuration choices, from Meta's platform outage or rate-limit, from our scheduled maintenance, or from the merchant's failure to maintain a valid, refreshed Page access token.

We may, from time to time, update the underlying language model or the prompt engineering used to generate replies. We will use commercially reasonable efforts to give merchants at least 14 days' notice via the in-dashboard banner before any material change to the reply-generation behavior takes effect.

9. Meta Compliance

The Instagram Integration is built on top of Meta's Instagram Graph API and Messenger Send API. The merchant's use of the Instagram Integration is also subject to the Meta Platform Terms, the Meta Privacy Policy, the Instagram Community Guidelines, and the Instagram Platform Terms (where applicable). In the event of any conflict between these Terms and Meta's terms with respect to the Instagram Integration, Meta's terms shall control as to issues within Meta's exclusive jurisdiction (such as acceptable content on the Instagram platform itself), and these Terms shall control as to the merchant's relationship with ChatAxon.

10. Disconnecting the Instagram Integration

The merchant may disconnect the Instagram Integration at any time from the ChatAxon dashboard. Upon disconnection:

• We will unsubscribe the merchant's Facebook Page from our webhook within 60 seconds, so Meta stops delivering new DM events to us.
• We will delete the encrypted Page access token, the verify token, and the connection record from tenant_instagram_config within 60 seconds.
• The 90-day retention window for instagram_conversations remains in effect for any message that was already in the log at the time of disconnection; thereafter those rows expire and are deleted on the normal schedule.

The merchant may also revoke the ChatAxon app's permissions directly from Facebook's Connected Apps settings. We treat Meta's deauthorization webhook the same as a merchant-initiated disconnect.

11. Changes to These Terms

We may update these Terms of Service from time to time. When we do, we will revise the "Last updated" date at the top of this page. If the changes are material and relate to the Instagram Integration — for example, a change to the per-merchant responsibilities in Section 7 or to the reply-generation behavior in Section 8 — we will notify merchants by email at least 30 days before the change takes effect, and we will display an in-app banner in the ChatAxon dashboard. Continued use of the Instagram Integration after the effective date of any change constitutes acceptance of the updated terms.